pro/source <IT> · 1 week ago
IT Service Management Lead
Plantation, FL
Full-time
Hybrid
Senior Level
5+ years expPro/source is seeking an experienced IT Service Management (ITSM) Lead to design, implement, and continuously improve ITSM processes that align IT services with business objectives. This role will drive ITIL best practices and optimize ITSM platforms within a growing organization.
EmploymentRecruitingStaffing Agency
Responsibilities
Develop, implement, and oversee ITSM frameworks and strategies aligned with business and IT goals
Lead adoption and continuous improvement of ITIL best practices across the organization
Partner with stakeholders to define, manage, and ensure adherence to Service Level Agreements (SLAs)
Define and track KPIs to measure IT service performance and operational efficiency
Establish, document, and enforce ITSM policies, procedures, and governance standards
Lead and manage core ITSM processes, including:
Change Management
Incident Management
Problem Management
Release Management
Asset and Configuration Management (CMDB)
Facilitate Change Advisory Board (CAB) meetings, ensuring proper risk assessment, scheduling, and approvals
Ensure all changes and releases are documented, communicated, and properly assessed for risk
Maintain accurate and up-to-date IT asset and configuration records throughout their lifecycle
Audit existing processes to identify opportunities for improvement, automation, and integration
Lead the evaluation, selection, migration, and implementation of ITSM tools and platforms
Ensure ITSM tools are effectively configured to support automation, workflows, and reporting
Identify and drive innovation within IT operations and service delivery
Qualification
Required
5+ years of experience in IT Service Management with strong expertise in ITIL practices
Demonstrated mastery of ITSM processes and frameworks
Proven experience building, improving, and governing IT Change Management programs
Hands-on experience establishing and maintaining CMDBs
Experience managing and facilitating CAB approval processes
Experience leading or supporting ITSM platform implementations or migrations
Working knowledge of ITSM tools such as ServiceNow, BMC Remedy, Jira, or equivalent platforms
Experience managing ITSM practices using tools outside of ServiceNow
3+ years of experience working with ITSM platforms
2+ years of leadership or team-lead experience
Preferred
Proven success leading ITSM initiatives in mid-to-large scale organizations
Experience with automation and AI-driven IT service improvements
Leadership involvement in large-scale IT transformation initiatives
Strong stakeholder management and communication skills
Ability to balance strategic planning with hands-on execution
Company
pro/source <IT>
Our Mission: Provide the best career opportunities to our candidates while being the best in the US at servicing our clients.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase